The Work

This role combines platform configuration, workflow automation, service management best practices, and AI-enabled capabilities to improve operational efficiency, customer experience, and organizational productivity.

Role-Specific Responsibilities:

• Configure workflows, forms, approvals, notifications, and automation rules.
• Streamline service delivery through intelligent workflow design.
• Integrate JSM with enterprise applications and business processes.
• Integrate automation to reduce manual effort and improve service consistency.
• Leverage Atlassian Intelligence and Rovo capabilities to improve knowledge discovery, virtual assistance, and service automation.
• Identify opportunities to enhance service experiences using AI-powered workflows.
• Monitor and optimize AI-enabled service capabilities.

Travel may be required for this role. The amount of travel will vary from 0 to 100% depending on business need and client requirements.

Here's What You Need:

• Minimum 5 years of hands-on experience configuring and administering Jira Service Management (JSM) & demonstrating and integrating Jira Service Management (JSM) with third-party enterprise systems (e.g., SSO/identity providers, monitoring tools, HR systems, or ERP platforms) using REST APIs, webhooks, or native connectors
• Minimum 5 years of experience designing and implementing service management workflows, automation rules, and request type configurations aligned to ITIL or equivalent frameworks
• Minimum 5+ years' experience helping enterprise clients improve service delivery operations, tooling adoption, or ITSM process maturity
• Minimum 5 years of experience hands-on experience with Atlassian automation (native JSM rules or third-party tools such as ScriptRunner or Automation for Jira) to reduce manual effort and improve consistency
• Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate's Degree, must have minimum 6 years work experience)

Bonus points if you have

• Deep familiarity with JSM project types (IT service management, customer service, HR service delivery) and their underlying configuration models
• Experience with advanced JSM features including assets/CMDB, change management workflows, SLA configuration, and multi-channel intake (portal, email, chat, API)
• Proficiency with Jira Query Language (JQL) for queue management, reporting, and automation trigger conditions
• Familiarity with Confluence as a knowledge base layer integrated with JSM for article suggestion and self-service deflection
• Experience designing and optimizing customer-facing portals for usability, accessibility, and request clarity
• Working knowledge of Atlassian Intelligence features within JSM - including AI-assisted ticket summarization, suggested responses, and similar request detection
• Experience configuring or piloting Rovo-powered virtual agents or knowledge assistants integrated with JSM workflows
• Ability to identify AI deflection and automation opportunities within service queues and design measurable pilots to validate impact
• Familiarity with prompt engineering concepts as applied to configuring conversational AI experiences within Atlassian or similar platforms
• Experience mapping current-state service delivery processes, identifying waste, and designing optimized to-be workflows
• Ability to define and track service management KPIs (SLA compliance, MTTR, deflection rate, first-contact resolution) and use data to drive continuous improvement
• Ability to facilitate discovery workshops with service owners, process leads, and platform administrators to surface requirements and prioritize configuration work
• Experience producing service management documentation including process maps, configuration guides, runbooks, and training materials
• Ability to benchmark client JSM maturity against industry peers and frame improvement opportunities as phased, value-driven roadmaps
• Proven ability to translate business service requirements into platform configurations and communicate tradeoffs to both technical and non-technical stakeholder

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.
We anticipate this job posting will be posted until 11/30/2026.

Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off. See more information on our benefits here:

U.S. Employee Benefits | Accenture

Role Location Annual Salary Range

California $94,400 to $266,300

Cleveland $87,400 to $213,000

Colorado $94,400 to $230,000

Columbus $87,400 to $213,000

Connecticut $94,400 to $230,000

District of Columbia $100,500 to $245,000

Illinois $87,400 to $230,000

Maine $80,400 to $196,000

Maryland $94,400 to $230,000

Massachusetts $94,400 to $245,000

Minnesota $94,400 to $230,000

New York $87,400 to $266,300

New Jersey $100,500 to $266,300

Virginia $87,400 to $245,000

Washington $100,500 to $245,000